
IT Service Delivery Team Leader
1 week ago
Day to day management and development of the Service Delivery and Application Support dealing with any operational and staff issues, shift rotas, holidays and planning, liaison with other IT staff and escalation to Service Delivery Manager as necessary. Continually look for ways to improve the overall support services to the firm through knowledge and process management.
Understand the IT requirements of the business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent, professional and client-focused service
Achieving high levels of customer satisfaction across all IT Services delivered
Recruitment, on-boarding and training of any new recruits
Managing the rota to ensure that onshore support/offshore support is scheduled accordingly
Promoting a culture of self-service within the team and to staff across the business
Ensure teams daily, weekly and monthly tasks are complete on schedule and according to IT process.
Ensure IT support processes are followed and documented by the team
Ensure that the team are updating the asset database at all times.
Working closely with stakeholders in the business to improve customer relations and technical support.
Plan and schedule resources for Daily task management with the team
Responsible for compliance of team to IT policy and procedures and maintenance of IT assets in service manager
Perform ticket quality checks during monthly 1-1’s
Manage escalations from Senior Managers
Perform the role of Major Incident Manager whenever there is a requirement to do so
Understand the IT requirements of the business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent, professional and client-focused service
Microsoft Windows Servers 2008/12/16 - including Active Directory, DNS, DHCP
Microsoft Hyper-V and VMware virtualisation technologies
Microsoft Azure and Office 365
Windows 7 and 10 operating systems
HP Servers and network equipment
Microsoft SCCM and SCOM
MDM Administration - InTune
Office 365 Admin
Desktop & Printer Hardware support
LAN and WAN standards protocols
Certifications in the following areas would be a significant advantage:
**Requirements**:
Degree in Computer Science or equivalent
ITIL and PRINCE2
Service Delivery Team Leader Certificate from the SDI (Service Desk Institute)
4 Year Degree
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